Cigarette ends found in the vehicle. Staff put in wrong return date causing more fees and refuse to correct it, asking me to contact U-Haul to fix it.
XIANMENG Z
Customer Reviews for Pure Auto Sales And Finance
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Very nice people and willing to help.
scott cI didn’t get the utility dolly I paid for and got charged for using the one on the truck.
Emma HHi there. Apologies for the delayed response to the survey. Still getting caught up from my recent move on 4/19. I love Uhaul. Have used before. It's been a long time though. Sadly, when we arrived at the counter to get our truck. No one was available to help us. We waited over a half an hour, but once we could speak to a live person, we were on our way. It just held up my moving process as I had people waiting at my house for nearly 40 minutes. The check out process was smooth. I actually called in. My son was helping me and didn't check out in the normal manner. He did drop the keys though. The gentleman that helped us get squared away and checked out was great! THANK YOU! Glad my move is over!
RUTH JCustomer service at the location wasn’t too friendly. The truck wasn’t clean inside.
Daniel PThis location was not friendly, they were deceiving on pricing, will not use them again nor would I recommend them.
ROBERT CThere was no U-Haul attendant at this location and I had to have a used car salesperson call and then text back and forth to get my reservation. I had to hook up the trailer with no help and then proceed to a different U-Haul location to get the correct wiring plug. This was a horrible experience!
ROBERT YI would never rent from this location again. The people are great for their own business selling cars but they had no idea about the product or the app they just wanted to give me the key. It was dirty inside the gas was not filled to where I was told it would be. It was dirty in the back. I had to clean up after someone else. And it wasn't latched so when I drove away it opened up. Overall never use this location go to an actual U-Haul location not just a sub renter.
GEORGIA GGood service
JULIO RI called the phone number listed on the rental paperwork several times with no answer. I finally reached someone who answered the phone unprofessionally. I had to ask who I was talking to and who he was with because it wasn't anything I could hear or understand. Then I called to say I was at the location and needed to know where they wanted me to ark or go with the trailer. He said to talk to the employees in the office because he was not there. I didn't even know exactly who I was talking to or if he was related to the location. Very frustrating. I went into the office where a gentleman came out to help me. He was very nice and I was frustrated at how unprofessional that location and phone conversation was.
LISA DJust had a little hard time with the app checking out to get the key everything else was great
Lora HThe strap on the door was broken, the trucks check engine light was on and I had to drive 15 miles to and from out of my way to pick up a dolly because they forgot it.
Seth WThe salespeople should make sure people understand the return experience and instruction on line . We spend an hour getting it to work and locked the truck before walking up to deliver the keys in the box and then realized we needed to take pictures and the truck was locked, what a nightmare . No customer service to call on Sunday made it worse . Overall good experience I still need to see I get it dismissed and all goes through
CORINA CThe truck was dirty, not swept out in the back. The back door had been left open so I had to pull over & shut the door. The staff was ok but no walk through od the truck, no instructions on anything, just here's your keys & go. The outside of the truck was filthy as well.
COLIN AAll three were on their phones and to busy to answer questions.
ALFRED WNo one at Location and the online way was so tricky! I spent 30 minutes trying to fix it. Thanks
jorge sThanks
ISRAEL OThe truck needed an oil change and was beeping nonstop, the power steering was shoddy at best, the brakes squeaked loudly, when turning the steering wheel the truck would screech. If the truck issues were the only problem I would have given this a much higher rating. But the dealership I rented the truck from was absolutely the worst part of the whole experience. There were no U-Haul reps when I picked up the truck, the salesman that was there had no idea what to do which caused my pickup process to take nearly an hour. They didn’t have half of the equipment I had rented, so I had to go to another U-Haul location, were the manager was kind enough to help me out with renting the two dolly’s I didn’t receive(this was the Murray location on 5400 and state great people). After I was finished I dropped the truck off and returned the dolly’s to the Murray location. I realized later that night I had forgotten the key, and took it back to PURE auto sales before my 24 hours were up. They proceeded to charge me 230 dollars from pure directly, then U-Haul went on to charge me an additional 330 dollars. PURE made ZERO effort to help me, I ended up having to talk to U-Haul customer support to get anywhere. At this point a claim has been filed with U-Haul to get a refund. I cannot stress enough how much you should steer clear of this dealership at all costs, drive the extra two miles north and go to the Murray location, the difference is night and day.
Adam MApp does not work for checking in after hours. Called and waited on hold for 30 minutes till your automated system stated I've been waiting long enough and then just hung up on me. Had to sit on hold another 20 minutes before I got someone on the phone and the fix was to get an iPhone because your android app, Chrome, brave, android built in web browser all didnt work. Worst experience. I wasted over an hour just to check in
Taylor PThe app kept crashing or not loading due to the phone service at the place being awful. and sled check in was a nightmare. It took us 45 minutes. The guy inside the building couldn’t help us. Drop off was the same. The app crashed and we couldn’t confirm the rental was returned. Were there over an hour trying to make it work. The location was closed so we couldn’t even go In and let the guy know it was returned. Hopefully we’re not charged extra. Never again.
Calen MQuick and easy
Michael HI reserved an appliance dolly but it was not included with my truck. The Uhaul pick up location did not put the keys in the lock box so I had to wait for someone from Uhaul to come give me the keys and I was unable to pick up the truck at my schedule time.
Bailee TExcelente atención, la persona que está atendiendo me ayudo en todas las dudas , muy amable y eficaz.
Pedro MThey claimed they didn’t have my reservation when I arrived, but I showed them my confirmation number, email, text, etc. The person who manages their uhaul rentals wasn’t there to look it up, so the receptionist called him and just had me make a separate booking over the phone. This caused me to be late, which cost me money because I had people waiting to help load the truck. I also reserved a 15” truck originally and they only had a 10”, so I had to scramble to find more vehicles to be able to move all my belongings. Also, when I tried to confirm the license and equipment before leaving, the form wouldn’t submit, and when I dropped the truck off my reservation wasn’t in my uhaul account and I couldn’t find and option to return. So I had no way to confirm the truck when I picked it up or of returning it except to just drop the key in the key box. Pretty sure this is all gonna end up costing me more money somehow.
Monnica BThe app does not like the photo section of the return process. It’s definitely buggy in this location at the very least. It took me almost an hour to return the rental.
Alexis BThe cab of the van was covered in dog hair. I ended up paying more money for each item I ordered than what the website quoted me. (example - I was quoted one price for extra insurance, but then I was told it would be $10 more to actually get it). The website kept adding moving boxes and a dolly when I NEVER clicked on adding any of them to my order. I did request and pay for blankets, but then when I went to pick up the truck, they said they didn't have any. Luckily, this was taken off my order and I didn't end up paying for it. I did, however, pay for two bed covers that I never received. It was also not clear of when I could (and couldn't) pick up and return the truck as it was "after hours" at the business. So confusing. This was a terrible interaction.
Evann HWaited for over an hour to pick up my reservation because the “uhaul guy” left early that day and the others were out at lunch
Jaymin MAmazing customer service
leonardo mThere were no customers. And when I walked in it took the boy a min to look up from his phone to talk to me. He wasn’t helpful. Didn’t know where to have me park. He was so uninterested in helping me.
Nicole EThe drop off location was a used car lot and a drop box. No-one was there during Saturday posted business hours.
Richard ATruck needs windshield wipers and had over 100,000 miles on it. Shifted hard but it is an old truck. The dealership was easy to work with and I would recommend them.
jeff mThe floor in the back of the truck had a lot of water in it when I picked it up. The representative stated that the truck is not supposed to be waterproof. He would not let me exchange it for another vehicle that was already dry inside and did not seem to care.
Royal SAll good.
willie wThe customer service was horrible, I had ordered a dolly, they had no dolly. I had to find the truck, take down the signs myself, and back it out of the weeds and also the truck had a short in the air conditioning system. It would go on and off. The boys that work at the place I got the truck were not nice or helpful at all. Bad customer service.
leslie jThere was no way of knowing it was a Uhaul location, dirt road.
JANNETTE SDidn’t have the appliance dolly I ordered online and absolutely needed for my move. Didn’t offer any solution or resolution and didn’t take any responsibility or accountability. Their only and disappointing response to my frustration: “We sell cars here, it’s not our fault”. The website redirected me to the location due to lack of availability at my desired location. If this location doesn’t want to properly serve U-haul customers they should be removed as a U-haul dealer. I will never use this location again. They were rude, completely unaccommodating, and wholly unprofessional.
Mark WWe should have taken pictures of gas and miles. We were charged for gas that wasn’t needed and miles we didn’t use. We were told to round up for the miles used, we did but we’re still charged the full amount rounded to. The miles on the receipt show exact numbers not a decimal. Start mileage 69553 end miles 69563. That’s not how odometers work. The distance traveled was only 6.8 mies. The location felt very shady. It was one of only 2 u haul trucks at a used car lot. I would not recommend any one use that location as they are just taking money. I trusted I would have mileage money returned and it was not. The gas I was charge for was not posted in the store as the gas rate normally is in rental places. I was charged $7.50 for I don’t know how much gas. The amount when we took the truck was the same when we returned. My husband noted that the gas gauge was lower than what they had said it was. That should have been his clue to take a picture.
Jonathan LThe only negative comment I would make is they need a better sign. Tiny thing in the window. Wasn’t sure if I was at the right place until I saw a couple uhauls in the back.
LANDON MWish more vehicles available to accommodate requests.
Nancy Cnever told first time customer need to verify the van after use, charge me 2days money for just using 3hour.
Xingmiao CThis was the most horrific experience I have ever had with uhaul. This location was ran by 3 young boys who wouldn’t look up from their phones to help me. I did the self serve check in and check out. By the time I got home, I realized the 2 utility carts and moving pads I paid for were not in the van. I called the location, they told me to come back. Upon arrival, I asked the worker if I could get reimbursed for the equipment, or the mileage I had to pay for due to their mistake. He did not look up from his phone and told me no. I asked if he had a manager I could speak to and he did not even respond. I would really appreciate if I could speak to someone or get a portion of my rental reimbursed. Because I had to drive back to get my rented equipment, I had to move into my apartment late, and had to pay a late fee. My number is (385) 910-4864, if someone can give me a call I would really appreciate it. Thank you!
Phoebe LThe location did not open when it was supposed to and took 45 min to get the truck. This was after we were told the closest location for pick up was 6 hours away.
Austin PI had to sweep out the truck before using it. It was fithly!
Steven NTook a second to find the key box but overall it was what it needed to be. Easy to find and lots of parking to turn around if needed.
Arlow HKind of like a car lot, but they were friendly and I had no issues dropping off the trailer I rented.
Therese DNobody was there to help with the rental. I had a pick up time at 9:30 and I didn’t get out of their until after 10:15
CHAD AHorrible experience with self check in and using u-haul app.Go to a location that has staff. 4o minutes total to pick up truck and order was incorrect. I even stopped in two days ahead of time to ensure I had proper check in procedure and all i was told was show up, log in , get a lock box code and your on your way. Nothing could be further from the truth. I was not told about the additional steps needed to get the truck and trying to chat through the app was a nightmare with very bad response time and information. Finally had to call and spend another 10 minutes on the phone just to get lock box open. Another renter showed up and they weren't even told they had to use the app. Horrible experience and staff upon return could have cared less. Overcharged and then had to spend another 45 minutes on the phone trying to get charges reversed.
RJ WPulled up at noon to find no one around no sign had it not been for a uhaul truck in the rear of building I would not have left the van and trailer at all tried to call no answer. End up checking out on line after finding the key drop box. Better not have a problem going forward
Edward pNothing! The process was smooth and painless. Thank You!!
Jessica KThis was so frustrating. I chose a place close to home and that should have been OPENED so I could get assistance in person. I was supposed get the Uhaul at 9:00 a.m. I have had movers sitting around waiting at my house. I did not get Uhaul until after 10:00 a.m. I could never get anyone on the phone from Uhaul and or Pure Auto. Moving is already so stressful and this made it even more stressful. I was out $100 by paying the movers for sitting around. then to make it worse I have been charged TWO times for the rental, $122 and $112 and you will not release my money. I am beyond frustrated at this point.
Eva M